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What are the two stages that unified routing uses to process work items in Dynamics 365 Contact Center?
Intake and Distribution
Classification and Assignment
Triage and Escalation
Queuing and Notification
Which type of work classification rule uses an AI Builder text classification model to attach skills to an incoming work item?
Logical classification rule
Skill attachment rule
Machine learning-based rule
Capacity profile-based rule
What is the maximum number of preferred representatives you can map to a single contact for preferred agent routing?
One
Two
Three
Five
When a customer conversation is escalated from the engagement agent to unified routing, what happens to the context variables collected during the self-service interaction?
They are discarded once the engagement agent hands off the conversation.
They are passed to unified routing and used as inputs in work classification rules.
They are automatically written to the customer's contact record for future reference.
They are displayed to the CSR in the conversation summary only.
Which Azure service stores the telemetry data that conversation diagnostics writes for unified routing events?
Azure Monitor
Azure Log Analytics
Azure Application Insights
Azure Event Hubs
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